Customer Experience Matrix

NOVEMBER 9, 2006

I wasn’t really planning to write about Web analytics for the third day in a row, but the most interesting thing to come across my desk yesterday, apart from the cat, was a white paper “The Other Search: Making the Most of Site Search to Optimize the Total Customer Experience” written by Patricia Seybold Group for Web analytics vendor WebSideStory ( www.websidestory.com ).

Paper 120

Paper Vendors Analytics Traffic 120

Customer Experience Matrix

NOVEMBER 9, 2006

Yesterday I wrote about the strategic choices facing Web analytics vendors as their core product matures. They have three basic choices: - keep focused on Web analytics, improving their products and appealing to the most demanding users as a ‘best of breed” solution. - expand into related Web functions, such as offer targeting, in-site search, content management, search engine marketing, and campaign analysis. - expand into non-Web areas, in particular multi-channel customer analytics.

Enterprise Management 120

Enterprise Management Analytics Marketing Management Multi-Channel 120

Customer Experience Matrix

NOVEMBER 8, 2006

I recently heard a senior manager from one of the major Web analytics firms brag in public that specialists in Web analytics had “won” in their competition with general-purpose business intelligence vendors. This struck me as premature, to say the least. He might as well have raised a “Mission Accomplished” banner and snarled “bring ‘em on.” The substance of the vendor’s argument was that the general-purpose vendors’ technologies cannot handle the high volume of data generated by Web logs and in

Analytics 120

Analytics Banners Vendors Acquisitions 120

Customer Experience Matrix

NOVEMBER 7, 2006

Could any white paper title grab my attention more quickly than “The Five Essentials of Customer Experience Management” ? Probably not. Even knowing the paper is from TeaLeaf Technology ( www.tealeaf.com ), which captures a browser-eye-view of Web sessions, and is therefore limited to online experiences, doesn’t really dim my curiousity. After all, Web experiences are important in themselves and learning how to manage them might provide insights that carry over to other media.

Paper 120

Paper Analysis Tactics Course 120

Customer Experience Matrix

NOVEMBER 6, 2006

Let’s say you need to integrate some customer data. What’s it going to cost you? You might think a white paper titled “Insider’s Guide to the True Cost of Data Quality Software” from Innovative Systems, Inc. ( www.innovativesystems.com ) would provide some useful insights. And I suppose it does, by listing five cost categories that make sense: - vendor evaluation and selection - contract negotiations - installation, training and software tuning - ongoing use and maintenance - licensing and subse

Paper 120

Paper Sample Vendors Cost 120